Currently, we are hiring an Application Support Manager.

This position is a hands-on role. The successful incumbent will be handling application support for our clients as well as overseeing a team of 1-2 application support analysts.

This role requires strong business knowledge and technical understanding of our E/CTRM platform, leadership skills, and the ability to collaborate with cross-functional teams including services, development and product control.

• Provide Level 1 and Level 2 support via email, IM and phone to existing clients
• Log all support issues in the company issue tracking system
• Monitor outstanding issues and ensure they are dealt with within the Service Level Agreement
• Perform ongoing configuration of support issues
• Work with new clients to ensure smooth transition from implementation to support
• Resolve or explain issues to client satisfaction
• Escalate issues to the development team when appropriate
• Raise change requests for platform enhancements
• Liaise with CoreTRM product developers on changes and enhancements
• Follow CoreTRM standards, procedures, and policies
• Provide after work hours phone stand-by support (on shift with other support analysts) and/or ad-hoc cover for other support analysts (including overseas ones) when needed
• Other ad-hoc duties if needed

• Lead and manage a team of 1-2 local Application Support Analysts to provide a high level of service support to our existing clients. This includes, but not limited to
  • ensuring that all support tickets and service requests are handled, escalated appropriately and resolved timely and effectively, in alignment to company internal standards and business SLAs obligations
  • working with internal teams to provide new clients with a seamless and smooth transition from implementation to support
  • ensuring high levels of clients’ satisfaction through transparent communication and delivery of service quality
• Act as the main escalation point for all critical, complex, high impact and outstanding issues and ensure that relevant personnel or teams (eg: development) take appropriate and timely actions to handle and resolve these issues, in alignment to our business SLAs obligations and internal standards.
• Monitor all outstanding tickets and ensure that they are escalated appropriately and timely to the relevant personnel or teams. Take main responsibility to ensure that all outstanding tickets are resolved timely and effectively, in alignment to our business SLA obligations and internal standards.
• Work with management and internal teams to establish, refine, improve and enforce support processes, SOPs and incident response procedures that align with our internal standards and business SLAs obligations.
• Drive and achieve continuous improvements in support quality, response time, issue resolution and end-user satisfaction.
• Define roles, responsibilities, and performance expectations (goal setting) for the application support team. Conduct regular performance reviews and provide relevant knowledge transfer and training.
• Involved in and contribute to audit, compliance, and regulatory reporting as needed.

• Ensure adequate support coverage that aligns to our business SLAs obligations, including planning and enforcing an “after work hour phone support” work roster.
• Ensure application uptime, performance, and availability meet business SLAs obligations.
• Implement proactive monitoring and processes to detect and prevent issues.
• Collaborate with internal teams such as Cyber Security and Development for system upgrades, patches, and environment maintenance.
• Work with Product and Development teams on bug fixes, release management, and new feature rollouts.
• Regularly update internal and external stakeholders on incident status, planned outages, and application performance.

• Ensure proper testing and documentation for production deployments.
• Support end users during UAT, cutovers, and major upgrades.

• When necessary to assist the sales team to provide accurate and compliant responses to RFP (Request for Proposal) and other information requests.
• Any other ad-hoc requests

• 3-5 years of experience in application support, with at least 1 year in a leadership/team lead role supporting an enterprise application software.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Ability to keep our clients satisfied with our support levels (key KPI)

• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Technical knowledge of databases (SQL), integration layers, cloud platforms and APIs.
• Familiarity with ITIL practices, especially incident and problem management.

To apply, please email recruit@coretrm.com

We regret that only shortlisted candidates will be contacted.